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Buyer's Guide
Mobile Development Platforms
August 2022
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Vice President at a healthcare company with 10,001+ employees
Real User
Top 5
Flexible and user-friendly with helpful pre-built schemas
Pros and Cons
  • "It was pretty easy to deploy."
  • "The biggest challenge we had was the cost and the licensing."

What is our primary use case?

We deployed Salesforce for global shared services, for global business services, where we consolidated and standardized on case management software. It's a marketing cloud. We used Einstein as well. We had a pretty large Salesforce deployment. If it was for all internal customers around our global shared services and business services, which was connected with the contact centers. We built contact centers in Manila, Prague, Bogota, and Tampa, among others. Salesforce was the platform that we consolidated all our processes on. We brought it together with Genesis and Interactive Intelligence around the call centers so that we brought everything together.

When we first did the assessment, it was global and it was for putting in a standardized software platform for all the corporate functions of HR, finance, procurement, payroll, and compliance. We standardized all their processes on Salesforce, and then we did that around case management and knowledge management as well. We did that across all those call centers, and that was our Salesforce deployment. We had to EBOM that with ServiceNow and Workday and all the financial systems, SAP, et cetera. We use Salesforce as one of our enterprise platforms.

What is most valuable?

The flexibility around the deployment is the most valuable aspect of the solution.

The user-friendliness and the interactiveness of Salesforce are great. The tools that came built with it are useful. Between Genesis and Salesforce, there were some schemas that were prebuilt. In terms of the implementation around the popups on the Genesis system and the Interactive Intelligence, they had some pre-built Salesforce schemas which made it very simple. 

With AI for Einstein, the bot capabilities, self-service capabilities, were great. We built a global portal that was Einstein, and the bots were key for the self-service capabilities that we were trying to deploy as part of this transformation to digital, and we basically put all of our documents and we digitized just about all the processes. There was a lot of our documentation as well and we put everything online. Einstein helped in the evaluation of these products. It helped navigate for the users, the end-users, which were all internal. We had some external too, as we ended up providing that service for third parties around invoicing and procurement. That said, Einstein helped in the user effectiveness and efficiencies around the interactions.

What needs improvement?

The biggest challenge we had was the cost and the licensing, and we ended up getting an ELA, so enterprise licensing agreement. That took a lot of negotiations and a lot of pressure, however, we were able to get good pricing, the community licensing, and they bundled in Einstein. They bundled a lot of capabilities for us with the ELA.

For how long have I used the solution?

I've used the solution for the last two years, although it was deployed in 2017 or 2019.

What do I think about the stability of the solution?

The stability is very strong. We haven't had any issues. There are no bugs or glitches. It doesn't crash or freeze.

What do I think about the scalability of the solution?

The product is scalable. 

How are customer service and support?

We ended up getting premium support. Due to the fact that it was a critical environment, the call centers, we ended up getting the premium support that was built into the package that we provided. We did get the higher level, higher SLAs, to make sure that there was business-critical support.

How was the initial setup?

We had a large Salesforce deployment in our pharma and medical device organizations. Therefore, we ended up getting enterprise licensing. We ended up having a good set of knowledge. We ultimately used Deloitte to do our development, and Deloitte had some very, very strong capabilities in Salesforce, specifically around case management. That got us going pretty quick. We had a very successful deployment in Salesforce.

From a capability standpoint, Salesforce has really met our needs. It was pretty easy to deploy. We kind of stuck to the basic versions and tried not to customize. We did configurations, however, we tried to stay native for most of Salesforce.

What's my experience with pricing, setup cost, and licensing?

You really have to work hard with the licensing. they are open to negotiating, however, it takes a while to get there. 

Which other solutions did I evaluate?

We evaluated Salesforce, Appian, Pega, ServiceNow, Remedy, and we ended up selecting ServiceNow and Salesforce.

We selected Salesforce over Pega as we were able to consolidate everything on it. Then we selected ServiceNow for the IT side of it.

What other advice do I have?

I'd advise to definitely not customize. As they rolled out the new versions, which were every six months, there had to be some significant testing and verification that happened. New companies need to have a good, strong third-party provider that is very experienced to assist. We used Deloitte. We did investigations. We evaluated Accenture, KPMG, and some others - even IBM - however, basically, we decided on Deloitte and that was a good decision for us.

You need to have a really good partner who has a center of excellence, or experts, that could give you a lot of insights into what they've learned that could jumpstart your deployment. I'd advise new users to just stay standard and really focus on the licensing. Otherwise, it could get really costly. 

I'd rate the solution at an eight out of ten. We are quite satisfied with Salesforce. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Principle Technology Architect at a tech services company with 10,001+ employees
Real User
Top 5
Great user experience and fast development speed by UX capabilities are lacking
Pros and Cons
  • "The user experience is great."
  • "I struggle with solutions like Mendix in terms of creating enterprise solutions."

What is our primary use case?

The one big use case for one of the clients was to do a legacy organization. If they were on Java, we were trying to move to Mendix.

Use cases for PO approval, invoice approval, creating a better user experience for the user, or digital decoupling would be covered. Where you try to keep your core systems like SAP or PDM, PLM system as the core, you don't want to bring too much change in those for the use cases. 

What is most valuable?

The user experience is great. Creating the user experience is fast and the development speed is excellent.

What needs improvement?

I struggle with solutions like Mendix in terms of creating enterprise solutions. When I say enterprise solutions I mean enterprise-grade solutions. Let's say if I create an application on Mendix and I want to roll it out to multiple countries, that kind of thing I can do with Mendix. I'll have to copy it. That's hard to do at an enterprise level which can be quite sizeable. I'm not sure how well it scales. 

The setup itself can be complex and difficult. 

The UX capacity is lacking.

I'm not sure how well the workflow capabilities will hold up. 

For how long have I used the solution?

I've used the solution for probably about a year. 

What do I think about the stability of the solution?

I have not had that kind of experience where I can make a statement on the stability of the platform. I don't know whether it is stable or not, as I did not work very deep on the platform in a live setting.

What do I think about the scalability of the solution?

Looking at the architecture, scalability is going to be a challenge. I was part of the program, which I could not finish as I left the company. Yeah. Scalability-wise, I do see the technical approach that platform offers. Scalability will always be a question mark for me. I don't have data to prove whether it is not scalable. However, I am aware that it will be a challenge to scale. 

There are two types of scalability we're talking about. One is putting more and more and more and more processes on top of Mendix. That should not be a challenge. However, taking one process, taking one application, and scaling it to multiple countries, is where I see this platform struggling. However, with the cloud version, scaling may be simpler. 

How are customer service and support?

I have no experience with the technical support I cannot speak to how helpful they would be. 

Which solution did I use previously and why did I switch?

My portfolio had Mendix, OutSystems, Pega, Appian, Bizagi, and on the RPA side, UiPath, Blue Prism, and Automation Anywhere, and all the cognitive technologies like AI and ML. My responsibility was to create solutions and take them to the client. And then, the team will take care of technical design and implementation.

How was the initial setup?

The solution can be complex to set up. Design-wise, I wouldn't say it is hard. However, you do have a lot of work to do. When you create a solution that needs to be rolled out to many countries, it gets complex. 

What's my experience with pricing, setup cost, and licensing?

I have no visibility in terms of the cost of the solution. 

What other advice do I have?

We are at the initial stages of setting up a partnership with Mendix. 

I was not involved in the technical part. I was leading as a principal architect. My responsibility was to come up with a strategic technical design, and we handed it over to the team, depending on which platform a customer would take. 

I'd advise potential new users to look at the UX capability. They promise too much. Therefore, be careful with the UX capability, as generally, all these platforms struggle in that area. Look at what they offer and what you need. 

Be careful with the workflow capability, as it's new, so it will have its own challenges, and look out for the scalability of the platform.

I'd rate the solution seven out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Buyer's Guide
Mobile Development Platforms
August 2022
Get our free report covering Tricentis, SmartBear, SeleniumHQ, and other competitors of Appium. Updated: August 2022.
632,779 professionals have used our research since 2012.